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Sears Complaint - Kenmore refrigerator - Kenmore Refrigerator
Sears Complaint

Sears Complaint

celt's Picture Reviewed by celt


Kenmore refrigerator - Kenmore Refrigerator

This is the third time I have lost food in the freezer of a Sears Kenmore refrigerator, which is a little over one year old. Brand new last year, it required two visits to adjust door seals(lost frozen food) and several visits to replace working parts. In addition the liner shelf which hold items in the door popped off and had to be replaced three times.This is a metal box masquerading as a refrigerator and has not been an energy saver.

Sears appliances used to have a reputation for quality which was the reason I purchased this refrigerator. Clearly this is a thing of the past.The service people are efficient but this shoddy product has caused me to be more familiar with them than necessary.

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celt says: (7 years ago)
Laura D.,
I have a repair appointment now but your attempt to divert the discussion to your extended warranty is not helpful. My problems with this Sears Kenmore refrigerator began almost as soon as it was delivered and multiple repair visits were all within the manufacturer's warranty period. Your assertion that any product can fail has merit but reference to Ferrari quality is best left out of this discussion since car owners are protected by lemon laws and this seems not to be the case at Sears.

SearsCares says: (7 years ago)
Dear celt,
My name is Laura and I am with the Sears Cares team. I want to apologize for all the problems and multiple repairs you have encountered with your refrigerator. As the seller of appliances on the behalf of the manufacturer, we provide the service for any appliance we sell. We also hope that the item will not fail because they have our name attached to them but anything that is manufactured has the possibility of failure, be it a refrigerator, washer or a Ferrari. This is why Sears offers extended care warranties once the manufacturer’s warranty ends so that in the event it does develop problems, we can cover the service at no cost to you. No retail organization (or manufacturer) can guarantee the item you purchase will not fail. All this being said we do value you as a customer and would like to see how we can help with this unfortunate situation. At your convenience please contact our office via email at smsupport@searshc.com and a personal case manager will reach out to you directly. In the email, please provide a contact phone number so that we can call you directly, the phone number the refrigerator was purchased under (if different than the contact phone number), and please do include your user name (celt) for reference to your issue. Again, I apologize for all the inconvenience you’ve experienced with this and we look forward to speaking with you soon.
Thank you,
Laura D.
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Sears Social Media Support

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